National Customer Service Representative

Impact Fire • Long Beach, CA • 1h ago

Academy Fire Life Safety offers national one-stop fire and life safety services through our network of self-perform districts and trusted vendor partners. Our experienced account managers ensure clients across the country receive the same quality service for fire safety systems. We combine unmatched industry knowledge and scale with personal service and accountability.

Join our team with over 80 years in business and two decades serving hundreds of national and regional account customers. Academy Fire offers unparalleled expertise in the management of multi-site fire and life safety protection. Through our customer service centers in New York and California, we provide coverage 24/7, 365 days a year.

Benefits of joining Academy Fire Life Safety

When you join Academy Fire you will receive:

Competitive compensation

Pay is on a weekly cycle, every Friday

Career Advancement Opportunities

Competitive benefits, including healthcare, dental, vision, life insurance, paid time off and holidays

Company paid short and long-term disability

Immediately vested in our 401(k) company match

Full-time employees participate in our Shared Ownership Program which offers a monetary bonus aligned to the company's long-term success. This program fosters an ownership mindset and ensures that every employee meaningfully shares in the success they help create.

Exceptional guidance and support from our managers

Collaborative culture & environment

Opportunity to work alongside some of the best talent in the fire protection industry

National Customer Service Representative

Reports To: Account Manager

Dept / Branch: Account Management

Regular Schedule: Standard M - F

Classifications: Full-time Exempt

JOB SUMMARY:

This entry level client support role conducts administrative tasks throughout various stages of the life cycle of a work order. They provide frontline assurance that our clients requests are being received, updated, and completed in a satisfactory manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Receipt and acknowledgement of client service requests

Scheduling new and return trip work orders between technicians and site contacts

Updating internal notes and third-party portals on all progress

Follow up on scheduled work orders to validate completion/status

Prepare and submit proposals on client portals

Identify and escalate issues between vendor and/or client in collaboration with JR and or AM.

Manage customer NTE limits

Manage response to client KPI's, Initial response, time to complete, IVR utilization

SKILLS:

Strong verbal and written communication skills

Professionalism

Sense of Urgency

Detail oriented

Production/Task focused

Ability to Multitask

Time Management skill

Problem Solving

REQUIRED EXPERIENCE /QUALIFICATIONS:

Years of Experience 0-2 years related functional experience

Education High School Diploma or equivalent

Certification / Licenses N/A

Technical Skills N/A

Technology Microsoft Office Suite

TRAVEL:

This position may require approximately 0% travel

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Successful completion of a drug test and pre-employment background screening is required. MVR checks are required for all driving positions.

We look forward to talking with you about career opportunities with Academy Fire Life Safety.

For consideration, please apply on-line.

Employment with an Equal Opportunity Employer (EOE) including disability/veterans.

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